1 reviews | Active since Sept 2009
OTP expiring with no response from homeloans department
We are going through a bond reassessment with ABSA — what should have been a straightforward process has been an absolute nightmare.
From day one there was no clarity on what documents were required. We had to chase down a clerk repeatedly just to find out if anything was outstanding. We only discovered our application had been assigned to a consultant after fighting to get our documents accepted.
Since then, we have not heard from the assessor once. When we tried to reach him, he was absent. We were promised a callback — nobody called. The following week he was still unavailable. We were given an alternative contact — also always unavailable.
I have now had to escalate with 3 days left before my Offer to Purchase expires. Today I was informed there is yet another document outstanding — meaning the 3–5 day assessment period ABSA quotes will be missed.
I have significant equity and a comprehensive financial track record. Everything was submitted. Yet I feel like I am being lost in ABSA's red tape — passed between people who don't follow through, with a system deliberately designed to prevent direct contact with anyone who can actually help.
I would move to another bank, but because I trusted ABSA with this process, I may now lose the property I am purchasing.
And the AI phone bot? It doesn't work. It can't understand what you're saying, drags out every call, and forces you to repeat yourself. I was also cut off multiple times — and nobody bothered to call back.
ABSA, this is unacceptable. I need a senior person to contact me today.
It is a pity though that I first had to escalate this to this level to be heard.
The AI agent for call directing is inefficient, inaccurate and time consuming. It is better to just ask to submit a number for an extension.
Also, the process of gathering documents is really inefficient. I would like a roadmap of what is required and be informed of the progress. If there is a deadline then I would like whoever is assisting me to help me get to that deadline.
If I am working with someone who is gathering documents before I can communicate with an agent then I want to know that. I also want the document collection to be less strict and more helpful.
One of my biggest gripes is getting feedback. If people say they will call at a certain time then I expect them to, even if there is no resolution yet.
If documents are missing I expect to be informed immediately and not need to follow up all the time.
A webpage where I can follow up on progress and can escalate could be very helpful here.
It is a pity though that I first had to escalate this to this level to be heard.
The AI agent for call directing is inefficient, inaccurate and time consuming. It is better to just ask to submit a number for an extension.
Also, the process of gathering documents is really inefficient. I would like a roadmap of what is required and be informed of the progress. If there is a deadline then I would like whoever is assisting me to help me get to that deadline.
If I am working with someone who is gathering documents before I can communicate with an agent then I want to know that. I also want the document collection to be less strict and more helpful.
One of my biggest gripes is getting feedback. If people say they will call at a certain time then I expect them to, even if there is no resolution yet.
If documents are missing I expect to be informed immediately and not need to follow up all the time.
A webpage where I can follow up on progress and can escalate could be very helpful here.